Retail Operations Manager - 12-Month Ftc

Close Brothers Group; Greater London; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

Close Brothers Group in London is seeking a Retail Operations Manager on a 12-month FTC. You will lead Customer Services across Retail, managing outsourced partners and internal teams to deliver exceptional customer experiences while ensuring regulatory compliance and service excellence.

This role requires proven contact centre leadership, strong governance of SLAs/KPIs, risk & change management, and the ability to drive improvements across processes, data protection, AML/KYC and business

Qualifications

• Proven extensive customer services and contact centre leadership.
• Experience managing outsourced service providers.
• Strong governance framework knowledge (SLA, KPI).
• Experience in regulated financial services.
• Excellent communication and coaching skills.
• Ability to analyse MI and drive performance improvements.

Responsibilities

• Develop and manage partnership with Teleperformance.
• Govern outsourced operations: SLAs, KPIs, reviews.
• Serve as escalation point for third-party operations.
• Lead customer service transitions and integrations across teams.
• Monitor quality of calls, emails, iMail and outcomes.
• Ensure AML, KYC, Data Protection and Consumer Duty compliance.
• Drive continuous improvement for customer experience and cost efficiency.
• Develop business continuity and resilience plans for customer service.
• Support capacity planning for offshore operations.

Skills

Customer service leadership

Outsourced vendor governance

SLA/KPI management

Regulatory compliance

Risk management

Stakeholder management

Change management

Job description

Retail Operations Manager - 12-month FTC Close Brothers Group London, UK

OVERALL SUMMARY

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

The Retail Operations Manager is responsible for leading Customer Services operations across Retail, delivering exceptional customer and intermediary experiences through internal teams and outsourced partners. The role provides operational and strategic leadership for the third-party service provider, ensuring service excellence, regulatory compliance, operational resilience, continuous improvement and alignment to business objectives.

RESPONSIBILITIES

• Develop and maintain a strategic partnership with Teleperformance, ensuring alignment with business values, customer experience objectives and operational priorities.
• Own governance of outsourced operations including contractual obligations, SLAs, KPIs, service reviews and performance accountability.
• Act as primary escalation point and relationship lead for third-party operations.
• Lead customer service operational transitions and integrations, working cross-functionally to ensure seamless implementation.
• Champion service excellence through monitoring call, email and iMail quality, customer outcomes, broker feedback and first-contact resolution performance.
• Partner with internal and external Quality Assurance teams to ensure conduct risk and quality standards are achieved.
• Drive continuous improvement initiatives that enhance customer experience, operational efficiency and cost effectiveness.
• Ensure adherence to AML, KYC, Data Protection, Consumer Duty, Vulnerable Customer and other regulatory requirements.
• Lead completion of RCSAs and risk reviews, ensuring risks are identified, assessed and mitigated.
• Partner with Risk and Change teams to manage operational change through robust governance and communication.
• Ensure Root Cause Analyses are completed following service incidents and corrective actions tracked through closure.
• Develop and maintain business continuity and operational resilience plans for customer service operations.
• Support capacity planning and strategic scalability of offshore operations in line with business growth.

Developing Our People: as a line manager, you will be responsible for inspiring and motivating your team, as well as developing performance through coaching. You will encourage your team to take responsibility for their own personal development and provide support through regular feedback.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:

• Extensive Customer Services and Contact Centre leadership experience.
• Proven experience managing outsourced service providers and third-party relationships.
• Strong understanding of SLA, KPI and vendor governance frameworks.
• Experience of risk management, compliance oversight and operational controls.
• Strong change management, stakeholder management and influencing skills.
• Ability to analyse MI and drive performance improvements.
• Excellent communication, leadership and coaching capability.
• Experience operating within regulated financial services environments.

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:

• Experience within the Financial Services sector
• Experience of leading large teams
• Knowledge of the Premium Finance business
• Experience of operating in an intermediated environment

We are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format, or any other adjustments, are encouraged to email us at or request a call back.

ABOUT US

At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.